Level 1: Cadet

changing plan

Answered

So I have had NBN fully operational at my house with Telstra for over two years on  a 100gb plan, and now my contract is up I've taken up an offer from Telstra for the 200gb+200gb plan.

 

Here's the thing.  I put in the upgrade request and now the Telstra rep has told me that they need to organise to send an NBN technitican to my house to "do something".  Kind of weird, considering my NBN is working just fine at the moment.  Has anyone heard of a simple plan upgrade needing an NBN call out?  I dont want them messing with my connection, (after them stuffing me around for two months to install it in the first place) surely they just need to update my data allowance on their billing system.  Why the call out?

 

Can anyone confirm that this is standard practice?

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: changing plan

There shouldn't be any reason for a Telstra (I doubt it's a NBN tech) technician to do anything at the premises

 

Bundle changes are just an account update, no one needs to physically do anything to the connection

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: changing plan

There shouldn't be any reason for a Telstra (I doubt it's a NBN tech) technician to do anything at the premises

 

Bundle changes are just an account update, no one needs to physically do anything to the connection

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

View solution in original post

Level 1: Cadet

Re: changing plan

Thanks for posting a response.

 

yes that's kind of what I thought.  Oh well I'll give them the benefit of the doubt and see what the technician has to say.  I  already explained  to the telstra rep that my service was pre-existing, so maybe there is some other issue here.

Level 1: Cadet

Re: changing plan

Thank you Yastiandrie, you were right. 

 

Your advice helped me decide to call Telstra again to discuss my concerns.  I tried going through Telsta-billing area this time.  Much better. The telstra rep I spoke to (Anna) was much more switched on than the first guy. 

 

Anna actually listend to me and then found and canceled a change address request that the first telstra guy apparently put through against my account! 

 

So the technician probably would have been showing up at my house today to disconnect my NBN connection!  Definately not what I asked for!!!  Anyway I put in a compliment for Anna, for actually listening to me, and then for getting approval from her boss to cancel the "Moving house request" without having to transfer me back to the first guy (who probably would have stuffed up again).  She then upgraded my package to the 500Gb for an extra dollar. 

 

So a happy ending after all, with me getting the extra data I needed, and Telstra managing to sign me up to another 2 year contract.

 

 

Level 24: Supreme Being
Level 24: Supreme Being

Re: changing plan

Glad you got it sorted with a little extra on top, but i can tell you i did something like this when i read your post

 

facepalm

 

 

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

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